Technical Support Specialist I

The Technical Support Specialist I supports customers operating NEXiA Proprietary automated pharmacy fulfillment systems in live production environments. This role requires a dedicated customer centric, solutions driven individual to provide first point of contact for support inquiries, ensuring accurate issue triage, documentation, and resolution while delivering exceptional customer experience.

What you'll do:

• Support NEXiA automated pharmacy fulfillment solutions operating in live production environments.
• Serve as the initial point of contact for customer technical issues via phone, email, or ticketing system.
• Troubleshoot issues related to NEXiA, hardware and automation systems, basic network connectivity, communication, and configurations.
• Accurately log all tickets, communications, and findings in the support system.
• Perform incident triage, classify issue severity, and escalate when appropriate.
• Walk customers through step-by-step solutions with clarity, professionalism, and empathy.
• Use diagnostic tools, logs, and internal resources to identify suspected hardware failures and determine if components require RMA.
• Issue RMAs and coordinate replacement shipments as needed.
• Provide guidance on installing new or replacement equipment and applying software/firmware updates.
• Follows documented workflows & meets established SLA targets.
• Provide suggested updates to troubleshooting guides, or knowledge-base documentation, or suggestions for new items, as needed.

• Associates degree with 1+ years of experience in a technical support, help desk, or customer service environment, or equivalent proven experience.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate and resolve technical issues.
• Compliance responsibilities (HIPAA, PHI Handling), secure handling of logs, access, and credentials.
• Excellent verbal and written communication skills.
• Professional, customer focused demeanor with the ability to remain composed under pressure.
• Effective communicator with both technical and non-technical stakeholders.
• Organized, analytical, and methodical in troubleshooting.
• Works well in a fast-paced environment.
• Ability to perform remote troubleshooting and guide customers of varying technical skill levels.
• Provide suggested updates to troubleshooting guides, or knowledge-base documentation, or suggestions for new items, as needed.

Even better if you have:

• Experience in healthcare or pharmacy-related environments.
• Experience supporting integrated software and hardware solutions in production environments.
• Basic familiarity with Microsoft Windows desktop and server operating systems.
• Familiarity with support platforms such as Salesforce, ServiceNow, Zendesk, Or Jira.
• Basic of client-server applications, networking fundamentals (TCP/IP, DNS, VPN, etc.), firewall operations, SQL & relational databases, Windows desktop and Server OS.
• Proficient with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook)

Applicants must be authorized to work for ANY employer in the U.S. Employer will not sponsor applicants for work visas.

The estimated base annual salary range for this position is $62,500 to $72,000, though a candidate's base annual salary shall be determined on a range of factors, including, but not limited to, qualifications and experience. This position may additionally be eligible for an annual discretionary bonus.

What are the perks?

• Generous time off policy that allows you to put your family first
• Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
• Competitive benefits, salary, and talent development opportunities
• Commitment to professional development and working for a company where your voice is heard

iA® (Innovation Associates®) is a pharmacy fulfillment company that provides an integrated platform of capabilities to support Centralized and Community Pharmacy Fulfillment Solutions. With over 30 years of experience in the pharmacy fulfillment business, we have developed and implemented a suite of automation and software solutions that help deliver quick and sustainable business results. Our integrated Pharmacy Fulfillment Platform enables scalable solutions that helps run the prescription fulfillment process from prescription acceptance to delivery, supporting dynamic design flexibility to service pharmacies in a variety of volumes and settings. Our solutions improve workflow, and increase efficiency, while enabling more time for pharmacists to focus on their patients. iA works with pharmacy providers in the Commercial, Health Systems, Government, and Mail Order/eCommerce markets. iA can help customers transform their pharmacy. For more information, visit iARx.com. Our Mission: We partner with providers to transform pharmacy through our leading-edge software enabled fulfillment technology and partners to deepen the patient-pharmacist relationship, enhancing patient safety and choice while increasing operational efficiency. iA empowers pharmacists to focus on patient care. iA can run the prescription fulfillment process from start to finish, helping pharmacies manage fulfillment and inventory to help lower costs, improve efficiency, increase safety, and provide comprehensive Rx tracking and real-time support Our Products: * Software * Modular Hardware * Sophisticated Counting and Collation Devices Our Core Values: * Solutions Driven * Customer Centric * Championing Diversity * Empowering Ownership * Trust Daringly